The best way to send your documents is via the PokerStars Client. Once logged in, please navigate to Help/Contact support (via the Main menu in the lobby). Here you can browse to files on your computer and upload them directly to us. Please ensure you select the correct category ‘Security’ > 'Age Verification’.

We would like to reassure you that, as the biggest online poker room, we operate under a strict privacy policy. Any documents you send will be handled by trained staff and stored in a secure location in accordance with the Data Protection laws with which we have to comply.

Security – Deposit problems

If you receive a similar error message, your account will need to pass an additional Security review.

In order to assist us with this review, we ask you to first check the inbox of your registered email account and provide us with the explanations and/or documentation requested in the email. Should you need to provide documentation, you may do so following the instructions below:

Log into your account via the PokerStars Client

Navigate to ‘Help > Contact Support / Upload Documents’

In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category

Browse to files on your computer and upload them directly to us.

Please ensure you specify ‘Deposit issues’ in the Subject line and add you add any explanation requested in the Comments section of the pop-up.

If you are not able to log into your account please scan or make a digital photo of your ID (front and back) and send it to security@pokerstars.com, or fax to:

Please allow us up to 72 hours to review your case. In the event we require further information we will reply with the request as soon as we can. If no further review is necessary, we will notify you via email when your account has been cleared for all real money transactions.

You are being asked this information because a relationship has been established between your account and another account currently under review. These types of reviews are common and necessary in order to ensure the safety of players’ accounts and integrity of our site.

Security – Purchase limit increases

Based on your account standing you may be able to personally increase your deposit limits directly from the Cashier Screen. To do so you will need to log into your account and select the Cashier button on the Main lobby. The below screen will appear and you will need to select ‘Increase Deposit Limits’ to raise your deposit limits.

Note: You must have successfully deposited with the selected method before being eligible for an increase and you would also need to have exhausted your current deposit limits.

If you are unable to increase your limits via the software then you will need to contact Security for your request to be reviewed. Please email your request to security@pokerstars.com together with a scanned copy of your Government issued ID, and copies of your credit card and bank statements if you use the following deposit methods: Echeck ELV, Credit Cards (VISA, MasterCard etc).

No. Once you have self imposed a weekly deposit limit and confirmed it by entering your password, we are unable to override it or modify it. The new deposit limit cannot be modified for the next 7 days. Once said time period has expired, you can remove the self imposed limit by selecting ‘Cashier > Restrict Deposit Limits’ and on the pop-up screen that appears click on the’ Remove Self imposed Limit'.

Security – Echeck related issues

Due to the nature of this deposit method (Instant eCheck), we may not always be able to provide it as a deposit option. If the option is not showing on your Cashier screen we are unable to offer it to you as a deposit option at the present time. Also note that we will often change the deposit options available to players based on account standing.

Please log into your account and make a deposit via the Cashier to cover the negative balance, using deposit options available to you at that stage. To deposit you will need to select the ‘Buy Chips’ button in the main Cashier screen.

The descriptor that appears on your bank statement for transactions to and from your PokerStars account is displayed in your cashier confirmation email.

We try our best to provide accurate descriptors, however on rare occasions our payment processors change these descriptors without warning. Please contact paymentservices@pokerstars.com if you see an unusual descriptor on your bank statement that you believe may relate to a PokerStars transaction. Please also be aware that your financial institution may abbreviate the descriptor.

If your eCheck deposit is not available for you to play it is possible that you had a return in the past and thus your deposit will not be available for you to play until after 10 days when it has fully settled into our account. Please only email security@pokerstars.com if none of your previous deposits have been returned.

Security – Cashouts/Withdrawals

Your account may need to pass an additional security review prior to your cashout being processed. In order to assist us with this review, we ask you to upload a copy of your government issued ID via the PokerStars Client if you have not done so already, following the instructions below:

Log into your account via the PokerStars Client

Navigate to ‘Help’ > ‘Contact Support / Upload Documents’

In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category

If the withdrawal method/account you are offered by default in the ‘Cashier’ screen is no longer a valid withdrawal option for you, you will need to have this method/account blocked by Security.

To enable us to swiftly handle your request, please email security@pokerstars.com from your registered email address, explaining the reason why the method in question is no longer available to you and/or why you wish to block such method. Please do so before you submit your cashout request and be advised that that once a deposit/cashout method is blocked, you will NOT be able to use again that particular account /method within the PokerStars system.

Players are allowed to have only one pending cashout per payment method at any one time.

If you already have a cashout request pending to be processed, and wish to submit a second/new cashout request through the same method, you will first have to cancel your existing request and submit a new cashout request for the combined amount.

To cancel your previous cashout you will need to access the Cashier, select the 'Pending Cashouts' button and follow the on-screen instructions. Note, you will be asked to confirm your password.

If you do not wish to cancel your pending request, please select a different cashout method "if available" or wait until the pending request has been processed.

If you would like to cancel a pending cashout request, there are two ways you may do so from the PokerStars Cashier:

Simply log in to your PokerStars account, visit the Cashier screen, select the ‘Pending Cashouts’ and then the 'Cancel Pending Cashouts' option, which is found under your personal information table. You will be presented with a list of your pending cashouts. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Cashouts' button.

Or,

log in to your PokerStars account, visit the Cashier and select the 'Buy Chips' option. You will be presented with a list of your pending cashouts and the option to either cancel them or continue with a new purchase. Select the transaction(s) you wish to cancel and click on the 'Cancel Selected Cashouts' button. (See above screenshots).

Please note that if you select the 'Continue with Deposit' option, your pending cashouts will be processed as per normal.

Either way you choose to cancel your pending cashout, an email with details of your cancelled transaction(s) will be sent to your registered email address so there is no need to contact us to verify that the cashout request was cancelled.

Yes, this is possible, however the pending cashout will need to be cancelled, and you will need to resubmit a new cashout after you make the required address changes.

You can cancel your pending cashout request/s from the same pop-up by selecting the ‘View/Cancel Pending Cashouts’ button, or wait until all pending cashouts have been processed to make the required amendments.

If your cashout request does not appear in your account’s transaction history it is probably because it is under review by our Security department. This is a routine procedure which can take up to 72 hours. Should there be any issues with your cashout request as a result of said review, you will be contacted by a member of the Security team at your registered email address and advised on the next steps. There is no need to contact Security unless 72 hours have passed since your initial cashout request.

Security - Player to player real money transfers

To request a transfer of funds from your account to another player’s account on PokerStars, simply log in and navigate to ‘Requests’ > ‘Transfer Funds’ from the main PokerStars Lobby (as illustrated below) and follow the on-screen instructions.

The minimum amount you may transfer is $0.01. The maximum amount is dictated by your account’s transfer limits which depend on your account status and previous history at PokerStars.

* Please note that for larger transfers, we may conduct some verification checks either by phone or email and we may also ask you to provide specific documentation to prove your identity and account ownership.

‘Transfer Out’ limits have been implemented as an added safety feature for your account. ‘Transfer Out’ limits allow you to control the amount of funds which can be sent from your account using our transfer feature.

Transfers across different currencies can only be completed if both players (sender and receiver) have the same currency accounts set up within their PokerStars accounts.

If you do not have the same account currency as your sender/receiver you may add the required currency to your account via the Client by logging in and selecting ‘Cashier’ > ’Add New Currency’ from the Main lobby menu.

Your request may require a phone or email confirmation. Please check your inbox to see whether we have sent you an email about the queried transaction and ensure you have updated telephone contact details listed in PokerStars account.

For more information regarding the particular transfer you are waiting for, we suggest you contact the sender of the funds directly to enquire about the delay, as our privacy policies prevent us from providing information in this regard.

Your account may need to pass an additional Security review prior to transfers being processed. In order to assist us with this review, we ask you to upload a copy of your government issued ID via the PokerStars Client, if you have not done so already, following the instructions below:

Log into your account via the PokerStars Client.

Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.

In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category.

Browse to files on your computer and upload them directly to us.

Please ensure you specify ‘Unable to send or receive transfers’ in the subject line.

If you have recently deposited using a method such as Instant eCheck or ELV, your deposit cannot be transferred out of your account until the clearing period of the method in question has elapsed. For Instant eCheck you should wait ten (10) days before you are eligible to transfer those funds. For ELV you should wait seven (7) days. Keep in mind that you can always transfer funds in excess of the deposited amount.

No. Our transfer tool should only be used to help friends or other players to fund their accounts for the sole purpose of using such funds to play on PokerStars tables. Any other use of our transfer tool is prohibited and transactions that do not meet said criteria will be rejected.

We will attempt to reverse the transaction but we cannot guarantee that this will indeed be possible. Players are ultimately responsible for ensuring that they entered the correct details of the intended recipient. Please email security@pokerstars.com as soon as possible with details of the transaction (date, time, amount and the User ID of the recipient).

Security - Changes to account information and registered details

If you would like to update your name because it is spelled incorrectly, because there is a name/middle name missing or because your name has changed (as a result of marriage or divorce for example), we kindly ask you to upload a copy of your government issued ID via the PokerStars Client, following the instructions below:

Log into your account via the PokerStars Client.

Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.

In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category.

Browse to files on your computer and upload them directly to us.

Please ensure you specify ‘Change of Name’ in the Subject line and that you include the reasons for the name change request in the body of the message.

* In the case of name change due to marriage or divorce please ensure that you also provide the relevant marriage/divorce certificate or other court records showing birth name and present name. If you are not able to log into your account please scan or make a digital photo of the requested documents and send these to security@pokerstars.com

To change the country registered in your PokerStars account, we kindly ask you to upload via the PokerStars Client a copy of your government issued ID and a valid proof of address showing your name and address in the new country of residence.

To upload your documents please follow the instructions below:

Log into your account via the PokerStars Client.

Navigate to ‘Help’ > ‘Contact Support / Upload Documents’.

In the pop-up screen that will appear select ‘Security’ and the ‘Documents’ sub-category

Browse to files on your computer and upload them directly to us.

Please ensure you specify ‘Change of Country’ in the Subject line, and that you include the reasons for your request in the body of the message.

We currently offer a variety of methods to increase the security of your PokerStars account. The methods are: Security Questions, PokerStars PIN, SMS Validation and RSA token.

1. Security Questions: You can enable security questions, which you will be required to answer when potential irregularities concerning the operation of your PokerStars account are detected. These may also be used to reset your password.

A PokerStars PIN is a six digit number issued by PokerStars in addition to your password. Once the PIN is set you will be required to enter the PokerStars PIN number by clicking an on-screen keypad each time you login. This PIN may also be required when completing certain activity within the game, such as Cashier-related transactions.

When activated, you will receive an SMS text message containing a code. When potential irregularities with the operation of your PokerStars account are detected, this code will be used as secondary authentication on your account to improve account security

RSA is two-factor authentication technology that is used to protect network resources. The authentication is based on two factors - something you know (password ) and something you have (an authenticator).

Security tokens may be purchased in the VIP Store and represent the highest form of account security when used in conjunction with your account PIN and password

Please send an email to support@pokerstars.com with the subject title ‘Multiple account report’ and the player(s) reported will be investigated. Appropriate action will be taken should we find that the accounts reported belong to the same player, however for privacy reasons, we will not be able to disclose any information to you about actions taken.

PokerStars will never ask you for your password in an email. The only place where your PokerStars password will be requested is in the PokerStars software. If you have any doubt about the authenticity of an email, please forward it to support@pokerstars.com and you will be advised if the email is genuine.

In order to validate your credit/debit card you will need to download the PokerStars Credit/Debit Card Validation Form and return the completed form to PokerStars by e-mail, fax or via the PokerStars client, as specified in the form.

We will often change the deposit options available to you based on your account standing. If a deposit method is no longer listed in your Cashier screen, this means that it is not available to you at this time.

Please log into your account and select the ‘History’ button in the Cashier to view your recent transactions.

You can also check your bank statement as the funds owed would not have been debited from your bank account.

If you establish that the funds claimed have been debited from your account then please email collections@pokerstars.com for assistance, ensuring you also provide a scanned copy of your bank statement.

If we have received a number of returns on your account we will often give the total accumulative value of your returns. If we have three returns for $30, we will email you to let you know the amount of $90 is due.

If you have a positive balance at the time we receive a return, we will deduct the returned amount from your current account balance. For example, if your deposit for $20 is returned by your bank, and you have an account balance at the time of $8.67 this will put your account into a negative balance of -$11.33. You would then be liable to repay the difference.